Service Cloud: Omni-Channel | Expert Coaching

Deliver more efficient support with Omni-Channel by routing cases to the right agents at the right time. Omni-Channel assists customers faster and more effectively while closing cases more quickly.

In this Get Started video, an expert will show you how Omni-Channel routes cases and other work to the correct agents, automatically saving time and effort. We will review a day in the life of both an agent and supervisor as well as demo steps to enable Omni-Channel.

For additional resources and information mentioned in this video, or to sign up for an individual follow-up session (available to Premier and Signature Success Plan customers), click here: https://cs.salesforce.com/portraits/a...

0:00 Intro and Overview
0:19 What is Salesforce Omni-Channel?
1:34 Demo: Omni-Channel Journey
4:08 Add Omni-Channel to Lightning App page
4:31 Enabling Omni-Channel
4:53 Create Omni-Channel Presence Status
5:15  Set up Routing Configurations
5:34: Create Omni-Channel Queues
6:00 Recap and Next Steps

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Get Started: Service Cloud: Omni-Channel
Salesforce is a customer relationship management solution that brings companies and customers together. It's one integrated CRM platform that gives all your departments — including marketing, sales, commerce, and service — a single, shared view of every customer.

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